Worse bank ever

How dissapointed am I in Capitec. Been with you since 2015. My husband's phone got ******, we asked you Capitec to block the app yet money was still taken out of his account. How *********** are you guys? Then to say o but unfortunately we will not refund cause it was done a day later. Just for the record, when his phone was ****** he had to go to the police first which he ended up going back and forth. Are you more important than the police? I will definitely close both our accounts. I do not trust such a bank.